Transition Management-Assistant Director

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Transition Management – Assistant Director 

Let us introduce you the job offer by EY GDS India – a member of the global integrated service delivery center network by EY.

 

The opportunity 

Transition Management refers to the structured process of moving business operations, services, or processes from one environment to another—such as from a client or legacy system to a new service provider, delivery centre, or operating model—while ensuring minimal disruption and maximum efficiency.

 

Key Elements of Transition Management

• Planning: Creating detailed transition plans, timelines, and resource allocation strategies.
• Knowledge Transfer: Ensuring all critical knowledge, documentation, and processes are transferred effectively.
• Risk Management: Identifying potential risks and implementing mitigation strategies.
• Stakeholder Coordination: Managing communication and expectations across all involved parties.
• Operational Readiness: Ensuring systems, teams, and processes are ready for go-live.
• Stabilization: Monitoring performance post-transition and resolving issues to achieve steady-state operations.

In essence, it’s about seamlessly migrating processes and responsibilities while maintaining service quality, compliance, and client satisfaction.

Your key responsibilities

Service Transition Governance & Framework Ownership

• Define, own, and maintain the Service Transition framework, standards, and policies
• Establish clear transition phases, entry/exit criteria, readiness gates, and sign-off models
• Ensure alignment between Service Transition and:

• • SDLC
  • Validation and Quality processes
  • Change and Release Management
  • Incident and Problem Management

• Act as the final authority for acceptance into BAU

 Oversight of High-Risk & Complex Transitions

• Oversee high-risk transitions, including:

• • New client onboarding
  • Major platform releases
  • System migrations
  • Regulatory or audit-sensitive changes

• Challenge delivery timelines where service readiness or compliance is at risk
• Ensure appropriate mitigation plans are in place prior to go-live

 Operational Readiness & Service Stability

• Ensure consistent operational readiness across all transitions, including:

• • Support model definition (L1/L2/L3)
  • Runbooks and SOPs
  • Monitoring and alerting readiness
  • Access, tooling, and escalation paths
  • Sponsor and govern Early Life Support (ELS / Hypercare) models
  • Drive reduction of post-go-live incidents and time-to-stability

 Compliance, Risk & Audit Readiness

• Ensure transitions meet regulatory and quality expectations (e.g. GxP, validation, audit traceability)
• Provide assurance that:

• • Validation evidence is complete and appropriate
  • Change control has been correctly applied
  • Operational controls are in place before go-live

• Act as a senior point of contact during audits or inspections relating to transitioned services

 

Stakeholder & Executive Engagement

• Act as the senior interface between:

• • Delivery / Projects
  • Support & Operations
  • Product & Engineering
  • Quality & Compliance
  • Senior client stakeholders (as required)

• Communicate transition risks, decisions, and trade-offs clearly and confidently at senior level
• Escalate and resolve conflicts between speed of delivery and service readiness

 Continuous Improvement & Value Realisation

• Define and own Service Transition success metrics, such as:

• • Post-go-live incident rates
  • Change failure rates
  • Time to service stability

• Analyze trends across transitions and drive systemic improvements
• Embed automation and tooling where appropriate to improve transition quality and efficiency
• Position Service Transition as a value-protecting and risk-reducing discipline

 People & Capability Development

• Provide leadership, coaching, and mentoring to others
• Build consistent capability, behaviors, and decision-making standards across the transition function
• Reduce dependency on individuals through standardization and institutional knowledge
• Contribute to workforce planning and skill development for Service Transition roles

 

Day-to-Day Activities:

On a day-to-day basis, the person will:

• Review the status of multiple active transitions, with particular focus on risk, readiness gaps, and upcoming go-live decisions
• Chair or participate in transition readiness reviews, go-live assessments, and BAU acceptance meetings
• Challenge project and delivery teams on:
• Incomplete operational readiness
• Insufficient validation or change evidence
• Unrealistic go-live timelines
• Act as an escalation point for transition-related issues, risks, or conflicts between teams
• Work closely with Support and Operations leads to ensure:
• Support teams are trained and prepared
• Monitoring and alerting are production-ready
• Known issues and workarounds are documented
• Engage with Quality, Validation, and Compliance teams to confirm regulatory expectations are met prior to go-live
• Review post-go-live performance, early-life incidents, and service stability indicators
• Identify recurring transition issues and drive corrective actions at framework or process level
• Provide clear, evidence-based recommendations to senior stakeholders on whether a service is ready to transition into BAU
• Coach Service Transition Managers through complex or high-pressure transition scenarios
• Continuously refine transition artefacts, checklists, and governance based on operational feedback

 

Skills and attributes for success

Core Competencies

• Strong end-to-end service and systems thinking
• Excellent risk assessment and decision-making capability
• Ability to challenge constructively and influence without authority
• Calm, authoritative leadership under delivery pressure
• Excellent written and verbal communication

 

Technical & Operational Competence

• Strong understanding of:
• SaaS environments and multi-environment architectures
• Release and change management
• Monitoring, incident response, and service operations
• System integrations and data flows

 

Regulatory & Governance Competence

• Proven experience working in regulated environments
• Strong understanding of:

• • Validation principles (IQ/OQ/PQ)
  • Audit expectations and traceability
  • Change control and risk management

• Able to balance compliance with operational pragmatism

 

Experience & Qualifications:

Essential

• Experience in Service Delivery, Operations, Service Transition, or equivalent roles
• Demonstrated experience governing complex service transitions
• Experience working in regulated IT or SaaS environments
• Proven stakeholder management at senior and executive levels

 

Desirable

• ITIL certification or equivalent service management training
• Experience designing service governance frameworks
• Exposure to automation or tooling in service operations
  
  

 

To qualify for the role, you must have

• Prior experience in managing complex projects or organizational transitions is highly beneficial.
• Experience in coordinating teams, managing timelines, and mitigating risks is crucial.
• Been involved in creating and presenting the Transition Plan and Knowledge Transfer approaches to the client as part of the deal sales process.
•  Is comfortable with different types of Outsourcing deal structures and services, including AMS, ITO, As-A-Service and Cloud based structures.
• Has hands-on knowledge of typical Transition Tools and Accelerators and has used them during solutioning and execution.
• PMP or PRINCE2 certification preferred
• ITIL v3 or v4 Foundation training, or higher level of ITIL Certification.
• Exposure to global delivery models and cross-border transitions.
• Experience in managing large-scale transitions with multiple stakeholders.
• Understanding of Agile methodology.

 

Ideally, you’ll also have

Strong Organizational and Communication Skills

• Effective organization and attention to detail are essential in managing multiple aspects of a transition.
• Excellent communication skills to facilitate collaboration and convey information clearly.
• Analytical and Problem-Solving Abilities
• The ability to analyze complex situations, identify challenges, and develop innovative solutions.
• Strong problem-solving skills to address unforeseen issues during the transition.

Knowledge of Relevant Industry Standards

• A deep understanding of industry-specific regulations, compliance standards, and best practices.
• Staying updated with industry trends and incorporating them into transition strategies.

Ability to Adapt to Change and Work Under Pressure

• Flexibility, adaptability, and resilience are crucial traits for Transition Managers.
• The ability to thrive in a fast-paced and dynamic environment, making informed decisions under pressure.

What we look for

• An eye for quality and the ability to work proactively.
• Excellent communication skills
• A team player, able to self-motivate and motivate others in a global/virtual environment.
  
  

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across nine locations – Argentina, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

 

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